Customer Service / Success Manager
At a glance

LaundryRepublic is freeing Londoners by revolutionising dry cleaning while being eco-friendly! And we’re growing fast.

Salary: Up to £40,000 basic salary
 
Market: Consumer App
Stage: Hyper Growth
Company size: 30+
Office: SW12 0NE
Founded: 2010
Website >https://www.laundryrepublic.com/
Highlights
The
Job title:
Customer Service / Success Manager
Company:
LaundryRepublic
What they do: 

 

LaundryRepublic is freeing Londoners by revolutionising dry cleaning! And we’re growing fast...+30% last year! We won Best Online Dry Cleaning Service 2016 and 2017. We’ve been featured by the BBC, FT and other national press, and have won lots of awards, including Smarta 100 and Santander Breakthrough 50.

What you'll do: 
 

Manage and coach a team of 3 customer service execs, growing soon to 4. You'll join a successful scale-up, lead a small team, and grow and shape a vital part of the company. You’ll split your time between team management, front-line customer service, and helping build a new Customer Success function - delivering fantastic customer service across the board. 

Growth potential: 
 

You will own this department and help us build a Customer Success function (proactive customer relations)

Full Job Description

Consultant - Sales 

DESCRIPTION

LaundryRepublic is looking for a Customer Service Manager to lead our superb team. This is an excellent opportunity for someone bright and ambitious to join a successful scale-up, lead a small team, and grow and shape a vital part of the company. You’ll split your time between team management, front-line customer service, and helping build a new Customer Success function - delivering fantastic customer service across the board. You’ll work closely with the founders, in a fast paced, friendly and innovative environment.

The Company

LaundryRepublic is freeing Londoners by revolutionising dry cleaning! And we’re growing fast...+30% last year! We won Best Online Dry Cleaning Service 2016 and 2017. We’ve been featured by the BBC, FT and other national press, and have won lots of awards, including Smarta 100 and Santander Breakthrough 50.

Role Summary

 

Customers are at the heart of everything we do. We make their lives more convenient, and every contact with them is an opportunity to strengthen our relationship. This role requires both management and front-line customer service.

  • Manage and coach a team of 3 customer service execs, growing soon to 4

  • Train and develop existing team members; recruit and onboard new team members

  • Help us build a Customer Success function (proactive customer relations)

  • Working with other internal teams to resolve issues and improve client satisfaction

  • Responding to incoming enquiries, by phone, email and online chat

  • Resolving enquiries and complaints, taking action to fix problems, and following up regularly to ensure rapid solutions for customers, with particular focus on escalations and high-value customers

REQUIREMENTS

About You

 

  • Strong customer service or Success experience required, ideally in a rapid growth environment. Dry cleaning experience not required; we’ll provide full training.

  • Management experience, and desire for progression.

  • Amazing listener - you’ll need to quickly understand customer needs.

  • Excellent communicator - you’ll have to explain important issues to customers by phone and email.

  • Focused on customer satisfaction - LaundryRepublic only succeeds if customers are genuinely happy

  • Highly organised multi-tasker - juggling live customer contact with issue investigation and resolution

  • Entrepreneurial and motivated - we’re growing fast and you’ll be part of that.

  • Proactive and resourceful - you don’t like hanging around waiting for things to happen – you make them happen!

 

Other Requirements

  • Fluent English, both spoken and written

  • Very strong telephone skills

  • Superb written communication skills

  • Excellent time management skills

  • Must be polite, motivated, and hard-working

  • Must be eligible to work and live in the UK

  • Based within commuting distance of Clapham / Balham

 

BENEFITS

  • Performance bonus based on customer satisfaction

  • Pension, dry cleaning allowance, team events, and other benefits

  • Hours: Mon-Fri 9am - 6pm, with variability based on business needs

How to apply...

Full managed

 

We take care of the entire process for you so we can manage and remove poor experiences like ghosting, no feedback, no updates and so on.

 

All you have to do is let your Relationship Manager know you’re interested, ask them any questions you have and they will take care of the rest.

Straight to the front

From there, what’s next is super simple 

 

If you like the initial sound of the company/ role. We then act as your “in” with them and set up an initial phone chat with you and the Hiring Manager there. 

 

The chat will be pretty informal and should only last 10-15 minutes - It's a fact find for both of you. 

 

More than prepared 

 

Before the call we will send you EVERYTHING you'll need to know about the company / who they are looking for / format of the call and so on. 

 

You will be fully prepared and know what to expect at every stage.